Every year we undertake an annual patient survey to enable our patients to provide valuable feedback on the services that we provide. The survey, undertaken by all community pharmacies in England, is called the Community Pharmacy Patient Questionnaire. The report of our survey results allows us to identify the areas where we are performing most strongly, the areas for improvement and the actions required to address issues raised by respondents. Our results for 2017/2018 are provided below.
Report for publication – Community Pharmacy Patient Questionnaire Results
NHA Pharmacy – Vinisha Sharma (Superintendent Pharmacist)
Address of Pharmacy: Unit 23, Northampton Science Park, Kings Park Road, Northampton, NN3 6LG
Date patient survey completed: January 2019
Question: % of respondents satisfied with service
Cleanliness of consultation: 100
Comfort and convenience of services: 100
Having stock or appliances that you need: 100
Offering a clear and well organised service: 100
How long you have to wait for calls and emails to be returned: 100
Advice given by pharmacist and staff: 100
Question (% of respondents dissatisfied with service)
– Action taken or planned (including timescale)
Not been offered advice on stopping smoking (96)
– Promote the smoking cessation service we already provide through leaflets, the website and medication bags (ongoing).
Not been offered advice on healthy eating (90)
– Continue to offer advice through Medicine Use Reviews and promote it through the website (ongoing).
Not been offered advice on exercise (92)
– Continue to offer advice through Medicine Use Reviews and promote it through the website (ongoing).
8% of respondents were ‘fairly satisfied’ rather than ‘very satisfied’ (92%) with the time taken to deliver medication (8)
– We will always continue to try to contact patients to arrange delivery of medication, so that we can better manage expectations.
Would like the pharmacy to provide a service we do not currently offer: healthy eating (16.9)
– We now offer a weight management service, the Lipotrim Diet, as well as healthy living advice.
Not visited the website (53)
– We are improving the layout of the website and updating it so that it is compatible with even more devices, and we will link it through our social media platforms.
Areas within the control of the pharmacy:
– Change of delivery day: we try to keep this as up to date as possible.
– Leaflets: we now have leaflets available and will place these into medication bags and upload them to our new website.
– Could not get a prescription: depending on the reason for non-supply, we will do our very best to find a suitable alternative outcome.
Areas outside the control of the pharmacy:
– Delivery available to all areas each day: unfortunately this is not currently financially viable, but we do try to deliver all urgent medication the same day.
– Aligning new medication with the rest of a delivery: as patients are now in control of ordering their own medication, they will need to arrange this themselves through their surgery.
16–19: 4%
20–24: 2%
25–34: 4%
35–44: 7%
45–54: 10%
55–64: 17%
65 and over: 56%
This is the pharmacy that the respondent chooses to visit if possible: 79%
This is one of several pharmacies that the respondent uses: 16%
This pharmacy was just convenient on the day for the respondent: 5%
We are very grateful to everyone who took the time to complete the questionnaire. Your feedback helps us to recognise what we are doing well and, just as importantly, where we can do better. We are committed to acting on the points raised and to continuing to improve the service we offer to our patients and customers. Our annual patient survey is repeated every year, and the results of each survey are published so that you can see how we are responding to your comments.
If you have any feedback about our service at any time, you do not need to wait for the annual survey – please contact us on 01604 654214 or by email at [email protected]. Our office is open Monday to Friday, 9:30am to 6:00pm.